Digital Product Owner

About our team

We are the digital experience team, responsible for all our online journeys for our new acquisition and upgrade channels. It's our job to define and develop end to end customer journeys for all products across our sales channels. Working with our agile squads we develop and deliver changes to support our exciting growth strategy. We are a group of driven, like-minded people with a strong analytical focus on delivering customer focused change.

About the role

As Digital Product Owner you’ll own the digital experiences for customers joining TalkTalk and the key touch points they use to discover more about our products and services throughout their lifecycle. The role brings the sales journey vision to life with clear high-level prioritised requirements (backlog) that will deliver new capability to improve business KPIs. This will then be delivered in the scrum squad via a series of sprints.

We are on an encouraging trajectory, improving sales and CX (NPS) but there is a huge amount still to do, in addition to the development of our ongoing journey into Fibre to the Premise (FTTP)

You’ll be responsible for delivering a mix of large pre-determined business projects, alongside continuous improvement, optimisation and innovation for your product (using data and customer research) Success will be a significant shift in core KPIs such as sales volumes, call reduction, digital engagement, increased conversion and churn improvements.

You'll work closely and collaboratively with Stakeholders to define the Product Vision Roadmap to support our Digital Strategy and metrics on customer digital adoption and engagement (shift from calling to buying online).

As digital product owner you will:

- Work closely and collaboratively with stakeholders to define the visions for the customer journeys you are responsible for, to support our business strategy and metrics
- Analyse our customer needs metrics (quantitative & qualitative) to drive actionable insights on user needs and business opportunities
- Develop a deep understanding of potential TalkTalk customers and of wider Digital landscape through market analysis, usability studies and user surveys
- Ensure your squad is clear on journey vision, requirements, sprint goals, objectives and product roadmap, and that developed product meets your requirements
- Define, manage, refine, prioritise and sequence your product backlog to shape MVPs and deliver shippable products that meet customer needs and deliver business value
- Work closely and collaboratively with your squad to deliver projects, optimisation activities and “business as usual” changes
- Participate actively in daily stand ups, sprint planning, sprint reviews and retrospectives so to ensure a seamless delivery of your product requirements
- Work closely and collaboratively with other parts of TalkTalk, including technology and delivery teams that your squad is aligned to.
- Lead and manage the product execution and delivery of the defined capability to that delight customers and meet our business objectives
- Be obsessed with creating and delivering the digital experiences that address customer and business needs, and build plans to deliver against budgeted targets
- Define and launch A/B and MVT tests to continuously optimise user experience inc. experimentation
- Manage stakeholders within digital, technology and across wider TalkTalk to capture requirements, manage expectations and clearly communicate progress
- Work closely with our analytics teams to define tracking and reporting requirements so you can manage the performance of your products
- Identify and capture live issues, work with your squad to resolve them, and communicate status to key stakeholders

What do I need in order to deliver in the role?
- You’ll be a proven Digital Product owner who can demonstrate experience in defining, designing and delivering successful digital products in a business to consumer environment and for measuring the performance of your product or experiences.
- You'll have experience with Agile delivery and use of Agile related software tools such as ADO and Confluence.
- Your analytical and numerical skills will be highly developed.
- You'll be able to demonstrate a proven ability to analyse large amounts of data (quantitative and qualitative) and derive actionable insights
- Have strong stakeholder management experience
- Have a passion for continuous improvement and challenging the status quo
- Possesses a drive for customer improvements

Every Customer matters to us and we have a relentless focus on improving the customer experience. We need driven like-minded people with a strong analytical focus to continue our pace of change.

Joining this team will enable you to experience a variety of roles and develop your career in TalkTalk. In return for your passion, effort and commitment you will get investment in your development and the chance to be part of our exciting change.

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